Job Description

Skill required:

Next Generation Customer Operations - Service Desk Non-Voice Support

Designation:

Delivery Operations Senior Analyst Messaging

Qualifications:

Any Graduation

Years of Experience:

5 to 8 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song-- all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

JOB DESCRIPTION: Team Lead o Proactive and inquisitive candidate required with clear and precise communication, written and oral skills o Market /vertical knowledge of Retail and Sales o Domain knowledge of International Chat/Voice Service with experience in managing Customer experience metrics with upsell/cross sell o Analytical skills required with an eye for detail o Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers o Team Building - Ability to coach, connect and motivate team members Role and Responsibility o Manage project & client SLAs/KPIs o Manage a team of 15 FTE and set of Team Leaders o Drive employee morale, performance and productivity o Manage shrinkages and attrition as per the capacity plan o Weekly coaching and feedbacks and 1-1 to improve agent performance o Mentor and groom direct reportees on goal setting, RCA and coaching methodology o Team Lead will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. He will also be responsible for closing the fault and complaints within SLA Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.

What are we looking for?

NA NA

Roles and Responsibilities:

oIn this role you are required to do analysis and solving of increasingly complex problems o Your day to day interactions are with peers within Accenture o You are likely to have some interaction with clients and/or Accenture management o You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments o Decisions that are made by you impact your own work and may impact the work of others o In this role you would be an individual contributor and/or oversee a small work effort and/or team o Please note that this role may require you to work in rotational shifts




Any Graduation